Task 1 of 3
Support replies in two languages
Templates for common questions.
What to do
Write 10 customer support reply templates for a business, in two languages.
You’ll make
Document
Done looks like
10 templates in two languages.
Psychology & Human Behaviour · Victim Support & Outreach
Intermediate track
Go deeper. Real-world tasks that need more research, planning and a polished result.
Intermediate level3 tasksSelf-paced
01 02 Task 2 of 3
Practise support conversations
Role-play difficult customers.
What to do
Do 3 role-plays with a peer (a complaint, a refund request, an angry review) and refine your script after each.
You’ll make
Live sessionDocumentDone looks like
A refined script after 3 role-plays.
03 Task 3 of 3
Customer journey map
From first contact to happy customer.
What to do
Map a customer's journey with a business you choose, showing where they get stuck or frustrated.
You’ll make
VisualDocumentDone looks like
A journey map with pain points.
Learn before you build
Resources for this role
Free course
HubSpot Customer Service Course
Free course on great customer service.
Open resource
Free course
Zapier Learn
Guides to automating business workflows without code.
Open resource
Article guide
Zendesk Blog
Practical customer support advice.
Open resource
Article guide
Intercom Blog
Support, AI agents and customer experience.
Open resource
Article guide
Nielsen Norman Group Articles
Research-backed UX articles from the most cited usability group.
Open resource